Five9 Acquires SoCoCare

SoCoCare Overview

Best-in-Class Social Engagement and Mobile Customer Care

Five9 has acquired SoCoCare, a social engagement and mobile customer care solution provider. SoCoCare has both a portfolio of customer care applications and rich foundational technologies for powering the next generation cloud contact center.

The combination of Five9 and SoCoCare brings the rapidly growing social and mobile channel to the contact center, enabling organizations to treat requests for customer service or support from social and mobile similarly to incoming phone calls.

Joining Five9 from SoCoCare is an executive leadership team with over 200 years of combined experience in contact center technology.

Social Customer Care

A best-in-class social engagement solution for customer care, SoCoCare combines rich social feeds (from blogs, articles and social network posts) with the ability to reply and direct-message authors all on one, unified platform.

2. Why did Five9 acquire a social solution?

Social media has fundamentally changed customer engagement; consumers are increasingly using social channels to connect with companies and get support. Five9 wanted to add the social channel to our Virtual Contact Center (VCC) to enable organizations to deliver superior customer experiences not just over the phone, but via social as well. The addition of SoCoCare gives Five9 a strong, competitively differentiated solution and takes advantage of this rapidly growing customer service trend.

3. What is SoCoCare’s strategic technology fit to Five9?

Immediately, SoCoCare brings to Five9 advanced expertise in multi-channel customer touch points such as social engagement and mobile customer care. Additionally, SoCoCare provides rich foundational technologies that will power the next generation of Five9 cloud contact center software, such as a text-based Natural Language Processing (NLP) engine, a business rules engine and role based analytics that are purpose-built for the contact center.

4. Who are SoCoCare’s customers?

SoCoCare customers include large enterprises, as well as outsourcers that serve Fortune 500 companies.

5.Why did Five9 choose SoCoCare?

SoCoCare was built from the ground up specifically focused on customer service in the contact center, unlike most social tools that were originally designed for marketing or brand building. Additionally, SoCoCare brings a seasoned executive team to Five9 with deep expertise in developing, delivering and marketing both social and contact center technology:

Lance Fried, CEO and Co-founder – Lance has an extensive background in contact center technology that includes senior management positions at Telephony@Work and MCI/Verizon.

Ed Margulies, COO and Co-founder – Ed is an industry veteran with significant expertise in customer service, voice and social technology. Ed has designed hundreds of automation systems and contact centers for both network and enterprise deployments. He’s also an author, having written more than a dozen books on contact center and social technology.

Ran Ezerzer, CTO – Ran has deep experience in developing software and telephony solutions for customer service. As the CTO of Telephony@Work, Ran was responsible for building the industry’s first hosted contact center platform. He also managed hundreds of software engineers as a VP of engineering at Oracle.

By putting customer support capabilities in a mobile app, customers are able to get support from within an application and do not need to jump around to initiate communications outside of the app. Instead, they can get help, chat or provide feedback from inside the application.

8. What is the timeline for integrating the two companies?

We are immediately integrating the two companies with the SoCoCare executive team taking on significant roles at Five9. We will be offering the new social and mobile capabilities immediately to both existing customers and prospects.

9. Should customers wait to purchase SoCoCare once it is integrated with Five9?

No – customers can use SoCoCare now to service their social and mobile needs; and the user interface will not change much when we integrate.

Learn More

Webinar: Five9 Acquires SoCoCare

Watch this webinar to gain insight into the technology provided by the SoCoCare software and its benefits for Five9 customers, as well as a roadmap of future enhancements to the combined solution.

Whitepaper: Creating Smart Customer Connections

People are increasingly using social channels to connect with companies and get support. The acquisition of SoCoCare by Five9 immediately brings advanced social media and mobile customer care to the Five9 product portfolio. Read our blog post or download this white paper to learn how SoCoCare enhances your ability to create smart customer connections.